Founding Customer Adoption and Support Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Address user inquiries via email, chat, phone, and video.

• Resolve issues with clarity and composure.

• Forward intricate bugs to Engineering with comprehensive context.

• Identify trends and recurring problems, and highlight root causes.

• Facilitate onboarding sessions for new organizations.

• Provide clear, engaging, and interactive training both online and in person.

• Travel to customer locations across Australia as necessary.

• Create straightforward resources and self-service guides to help users develop strong habits.

• Collaborate closely with Product, Engineering, and Customer Success teams.

• Offer structured feedback and insights from the front lines.

• Develop and enhance help center content, guides, and FAQs.

• Streamline support processes as we expand.

⛳️ Requirements

• Experience in supporting government, not-for-profit, or NDIS organizations.

• Proficiency in using Zendesk or comparable support tools.

• Background in creating training materials or user resources.

• Experience in an early-stage or high-growth setting.

🏝️ Benefits

• Generous EMI-qualifying share options.

• Access to therapy, coaching, classes, and content powered by Oliva.

• Personal financial well-being coach through Bippit.

• Generous holiday allocation - 25 days with an additional 3 days during the Christmas period plus bank holidays.

• Opportunity to work remotely for up to 6 weeks a year.

• Eligibility for a 6-week sabbatical after 3 years of service.

• Nursery scheme available through Gogeta.

• Healthcare coverage provided by Benenden Health.

• Enhanced parental leave: 18 weeks for Primary Caregivers and 4 weeks for Secondary Caregivers.

• £200 WellBeam budget for activities focused on well-being and professional development.

• Annual membership to Shoreditch Exchange gym (London office only).

• Pension scheme with a 3% employer contribution and a 5% employee contribution.

• Complimentary subscription to the Calm meditation app.

• Discounts on bicycles and accessories through Cyclescheme, as well as on tech products via Techscheme.